Everything at the Fairmont Orchid is curated for their guests’ pleasure! The service is so personal and meets the standard of what you expect from a Fairmont. The kids especially enjoyed using the complimentary snorkelling gear at the beach! The property is gorgeous and the views are breathtaking. We had a wonderful stay and We will be back!
Thank you for this delightful review! We’re thrilled to hear that our team’s personal service and the beauty of the property added to your enjoyment. It’s especially wonderful that the kids had fun snorkeling—our beach truly is a special place to explore. We can’t wait to welcome you and your family back for more memorable moments in the future! With warm aloha, Barbie Nakamura Director of Quality
Arriving on property the reception staff were very courteous and helpful. The room was clean but had an odd setup. The room came with a shower and a regular tub and shower head. Most resorts have a large or jacuzzi style tub and an adjoining shower. Not the Fairmont. The grounds crew, bartenders and maids were very nice. However, it seems the maintenance folks were not cut from the same cloth. One of our sinks in the room was clogged. I noted it to the maid who said she had seen it too an had contacted maintenance. We were there Friday, through Tuesday, but the clog still remained. Additionally, one of the elevators was out of commission on arrival at the south tower and it too was still inoperable when we checked out. Another minor note was that the beach yoga instructor never arrived for class. Nor did any other classes take place. The food was good, but I did feel we were paying resort prices as a Mai Tai was $24 and hamburger was available for a mere $26. We went to other restaurants on Kona and Mai Tai's ranged from $13-$17.50 So much more expensive. Overall, I gave the resort a 3-star rating. Of the nearby resorts Marriott, Hilton and Fairmont...I enjoyed the Marriott the most.
Thank you for sharing your experience with us. We're glad to hear our reception team, grounds crew, bartenders, and housekeeping staff made a positive impression, and that you enjoyed the cleanliness and service during your stay. We’re sorry, though, that there were a few misses that impacted your time with us. It’s disappointing to hear the maintenance issues you reported weren't resolved promptly; this is something we’ll address directly with our team to prevent similar delays. Additionally, I apologize for the missed beach yoga class and any inconsistency in our activity schedule. Your feedback on our dining prices is also valuable, and we’re mindful of keeping our offerings competitive while ensuring quality. Thank you again for your insights—they’re incredibly helpful as we work to improve the experience for all our guests. We hope to have the opportunity to welcome you back for an even better stay in the future. With warm aloha, Barbie Nakamura Director of Quality
3rd or 4th visit here and they’ve always been great, but this visit has been over the top. As a Diamond Accor member, you already get amazing perks… But upon check-in upgrades weren’t as readily available due to their occupancy. But I think Rose could sense our disappointment and she made a note. And she asked if we were celebrating anything. we were celebrating mine and my friends birthday’s, but they were from earlier in the month and I didn’t think that would count. However, the team so thoughtfully sent up a bottle of sparkling wine to both of our rooms! And if that wasn’t enough, a few days later, she asked if we would consider switching rooms as upgrades were now available and we wouldn’t be disappointed. Lo and behold, we were amazed at our Suite upgrades!!!! More so it was the fact that the follow through from the front desk staff and everyone knowing and assisting was just amazing. I can’t say enough about the pool and beach service, from individuals like Kai and Jack - so service orientated. The renovations look amazing and the hotel has been so fun so far of three days of a nine day stay. Thank you, Fairmont Orchid!
Thank you for sharing such a glowing review of your recent stay with us! We're truly honored to be part of your birthdays, and it’s wonderful to hear that Rose and the team helped make your celebration extra special. Going above and beyond to ensure our guests feel cared for is at the heart of what we do, and it’s fantastic that Rose’s thoughtful gestures and follow-through left such a positive impression. We're thrilled that Kai and Jack contributed to a memorable pool and beach experience with their attentive service. Thank you for recognizing their dedication and for your kind words about the renovations. It’s our pleasure to make each visit even better than the last, and we hope you continue to enjoy the rest of your stay. Mahalo, and we can’t wait to welcome you back to your home away from home! With warm aloha, Barbie Nakamura Director of Quality
The Orchid is situated in a lovely location on the Big Island Hawaii. While there is much to appreciate about the environment and the hotel itself, I really want to shout out to the staff. They are the heart and soul of this place and we are extremely grateful that they take pride in their hotel. A special shout out to the Manager Kailen (Sp?) as he went the extra mile for us when there were challenges upon check in. Thanks to all of you and you are appreciated!
Thank you so much for this wonderful review! It’s truly rewarding to know that our team made such a positive impact on your stay. We’re fortunate to be in such a beautiful location, but it's really the team’s dedication that makes it special, and I'll be sure to pass along your kind words to Kallen and the rest of the team. We're grateful for your appreciation and can’t wait to welcome you back! With warm aloha, Barbie Nakamura Director of Quality
As a Diamond status member, the service provided was not up to par. The information and recommendations provided were misguided and from multiple/unknown sources. It is very difficult to communicate to obtain service and recommendations.
I was not treated how an All Accor Diamond Status member should be by Fairmont in contrast to other All Accor hotel service provision.
Thank you for sharing your feedback and for being a loyal ALL Accor Diamond member. I was disappointed to learn that the service you received did not meet your expectations, especially considering your valued status. Providing seamless communication and accurate recommendations is important to us, and we apologize for the inconsistencies you experienced. Your insights are helpful as we continuously strive to improve our services for our esteemed members. Please know that we are committed to ensuring a more personalized and attentive experience on your next visit.
